Customer Support Officer - On Call

Our client a large public sector organisation requires a Customer Support Officer to join their team in Antrim/Newtownabbey.

Role: Customer Support Officer - On call

Rate of Pay: £15.82

Location: Antrim/Newtownabbey

Hours: Varied hours per week to cover holidays/absence

Duration: up until 31^st March 2027

Main duties/Responsibilities:

To provide a high level of internal and external customer service, offering a professional and comprehensive information, guidance and support service to all customers, through a variety of channels.

• Demonstrate a team approach to achieving the objectives of the section using a flexible attitude to tasks undertaken. Provide a high level of internal and external customer service including taking ownership of customer queries and complaints and continuously develop personal knowledge and skills to enhance internal and external customer service.
• To deal with service requests, regardless of the method of submission, in a timely, efficient, effective, sensitive and courteous manner, respecting the need for confidentiality and in accordance with the Council's Customer Charter.
• Responsible for operating the telephone switchboard and public address system, networking the entire organisation.
• Manage and process all financial transactions including online payments. Reconciling and preparing collection of bank lodgements in accordance with Council procedures.
• Provide assistance to customers completing service related forms and encourage customers to use the self-service option where appropriate.
• Work co-operatively with other departments to ensure the smooth operation of the Council's Conferencing services.
• Assist in the Fire Evacuation Procedures working in partnership with the Health and Safety Manager and Fire Wardens.
• Process all deliveries to the building expediently and inform relevant staff.
• Ensure reception area is kept stocked with up-to-date leaflets and brochures and reception information files and procedures are kept current.
• Where necessary, to put the customer in contact with appropriate colleagues/service units, ensuring all the required information is transferred effectively.
• Develop a high level of knowledge and proactively promote Council events, services and initiatives including local tourist attractions, Theatres and Museums.
• Effectively utilise technology, to record all functional processes and customer enquiries and to provide comprehensive information to other staff. Methods may include live chat, phone, email, in person and info@
• Effectively implement Council's Customer Charter, including recording, resolving and reporting on customer complaints /requests for service appropriately.
• Update the CRM system with customer changes and ensure that all records required by the Council are accurate and up to date.
• Ensure that customers receive information leaflets/packs/application forms and other general documents as required.
• Support the delivery of the Council's consultation plan by conducting surveys and inputting data. Assist the Customer Services Officer to collect information about service problems and trends.
• Provide general administrative assistance to the unit as designated by the Customer Services Manager.

Essential Criteria:

• Minimum of 5 GCSEs, Grades A-C or equivalent, including English and Maths Consideration may be given to candidates who do not hold the above qualifications but who can demonstrate 4 years' experience as detailed below
• Have a minimum of two years' experience in a customer services function with experience in switchboard, reception and handling payments
• A minimum of 12 months experience dealing with a high volume of calls.

To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, and Christine Thompson will contact you if you have been shortlisted. Full Job Description available on request.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate.